An Overhaul on Communication

Is your inbox overflowing? Do you have co-workers asking if you saw their instant or text messages? Maintaining all the information coming at me is a daily battle. As my team has grown and new generations join the workforce, the number of written inquiries I receive daily has multiplied. Recently, I talked with a co-worker about the best way to use our tools. Today’s post outlines some of my thoughts on the subject.  I am hopeful some of these points may guide you to talk to your team about how various communication tools can be used effectively and help boost the productivity of those sending and receiving the information.

E-MAIL

Email is an essential part of business today. It is cost-effective, quick, and likely the primary form of communication for companies to communicate with employees, suppliers, and clients. The email also provides a record of the communication and can include pertinent information that you can refer to later.

Consider using email when you want a record to document decisions or give direction. Avoid running or trivial conversations through email. Consider a few questions: do I need a history of this, or will I need to refer to this later before composing an email? If not, there may be a more effective way to communicate what you are trying to convey.

The cc line, which means carbon copy, has expanded exponentially in business communications. Just because it is quick and easy doesn’t mean you should necessarily copy the entire team. Consider why you would cc someone. Is it to keep them informed, or are they copied because they asked to be? Before adding everyone in the cc line, consider the motivation behind adding them to the email string. Are you trying to illustrate to your superiors how on top of things you are? Consider the value to the other person vs. yourself. Excessive use of the cc function may numb your team members as they will be overwhelmed by the sheer volume of information you send them. They may not read your emails because they have now associated you with someone who sends them unimportant information.

Is there someone on your team who sends you more emails than you can process? Are the emails directed to you for action, or are you mostly copied? Review the content of the email and gather the facts to understand the value behind the emails. It might be worth your time to have a non-confrontational conversation with the individual on what would be more effective for both of you regarding email.

INSTANT MESSAGING

Instant messaging (IM) has been around for quite a while. Instant messages use took off in my business during the pandemic. It is a quick, effective way to communicate. Instant messaging is excellent when communicating parties are online, you need an immediate and short answer, and there is no reason to maintain documentation of the discussion.

We have a couple of different platforms at my office, including teams, cisco, and web-ex. The number of ways to connect seems to expand every day. The challenge I have observed is that not all platforms work for everyone, not only from a technology standpoint but also from a user standpoint. Instant messaging is not my default, but my tasks are not immediate; my tasks are more extended range, and therefore, my need for a quick undocumented response is not as vital as some of my team members.

Helpful tips in managing Instant messaging include:

1. If you are on a working team, talk to the group about what will be the best platform to communicate. Will the messages come through teams or Jabber, skype, or other? Have a team conversation to get everyone on the same page about what platform to run.
2. Use your status updates so people know when you are available for an IM.
3. Is written instant messaging the best form to solve the communication needs you are looking for, or would a quick phone call or personal desk conversation be less distracting and more efficient for everyone?

How can you utilize the communications tools at your job more effectively? If a written record is unnecessary, would a personal conversation be more effective and help you build better relationships with your co-workers?

Text Messaging

In recent years sending a text message has become quite common in my business. I am not the one to send them, but people send them to me. Among the forms of communication, text messages give me the most anxiety. They make me feel like I missed a deadline or did something wrong. The short, direct nature of them doesn’t sit well with me. I have a company-provided cell phone, but that is not a given across the board at my company. I have accepted that I will get text messages, but how I respond is up to me. As a rule, I try very hard not to send text messages. If I do, I am mindful of my tone and whether the person receiving my text is on a company-sponsored cell phone. If they are not on a company-sponsored cell phone, I believe a phone call is a more respectful and quicker way to connect with someone in an emergency.  

If text messages have become a norm in your business, and if it is causing unhealthy results, consider the following ideas to manage them:

1. Separate your work cell phone from your cell phone. When it is after hours, and you don’t want to be bothered, please turn your phone off, switch it to focus time, and silence it. Keeping work and home hours separate will allow you to be more present with your home life.
2. If you don’t like the tone of a text message, don’t answer it. The next time you have a chance to connect with the sender, either in person or a phone call, let them know how you felt about the text message and communicate what would be more effective.
3. Let individuals know how they can get ahold of you in an emergency.
4. Don’t send text messages. The more you spend, the more you will get. Use the communication method that works better for you.

Consider how you can change your response to harmful communications? Try limiting your time with your work devices outside of working hours, and if you want to receive fewer text messages, don’t send them.

A Phone Call

These days people have a tendency not to answer their phones. In business, the phone is such an effective tool. The phone lets you talk in real-time, solve issues, and learn diverse perspectives instantly. The phone is my go-to when I have something quick that I need solved or something I want to talk through. Unless there is a voice message you need to follow up with, there is no residual, such as an inbox of an unfinished email once the phone conversation is over. Consider the following advantages of a phone call:

1. Both parties come to an understanding or agreement. If you need to document, you can follow up via email with phone notes.
2. There aren’t any misunderstandings. The receiver can interpret the written text differently. Additionally, individuals may tend to read too fast and jump to conclusions.
3. It is more personal, and because of conversations, you build a repertoire with the individual.

How can you streamline your processes through a phone call over written forms of communication? Is there someone with who you frequently have misunderstandings? Is it happening because of written communications? Consider a trusty phone call for your next interaction.

Talk in Person

Talking in person is the most effective way to communicate; you get verbal and physical cues. One-on-one communication is how we build meaningful relationships and understanding. If you are fortunate to be working in an office, consider getting up from your desk and talking to a co-worker to solve challenges, learn and boost productivity. Depending on how far apart you sit, it might be the quickest route to the answers you seek.

Is there someone in your group to whom you often send an instant message? Will the instant message take more than 3minutes back and forth? Would it be worth getting up and having a quick conversation to solve your question and gain a relationship?

The number of communications coming to a working professional can be overwhelming. Consider ways you can change your actions and influence others. These steps may improve your ability to receive information, process it, and promptly provide appropriate feedback. Whether sending less email, utilizing instant messaging, or calling, or talking directly to others, you will be more productive if the communication style aligns with your personality. Find ways that work for you, and as a result, your team will thrive as well.